• Title/Summary/Keyword: Customer Satisfaction Customer Loyalty

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The Effects of Customer Satisfaction of Automobile Distribution System on Corporate Financial Performance (자동차 유통시스템의 고객만족도가 기업의 재무적 성과에 미치는 영향)

  • Lee, Won-il
    • Journal of Distribution Science
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    • v.6 no.1
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    • pp.79-98
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    • 2008
  • The Automobile Industry is an end product, which is manufactured by more than 20,000 component parts and measure international competitiveness and technology of a country. It is basic industry leading national economy. The purpose of the present paper is to study The Effects of Customer Satisfaction of Automobile Distribution System on Corporate Financial Performance. The empirical analysis is as follows. First, the result of the difference between Distribution System and Customer Satisfaction shows similar differences with among confidence index, customer loyalty, oral publicity and wills of repeat purchasing. Second, the result of the difference between Customer Satisfaction and Corporate Financial Performance shows similar differences with among safety ratio, growth ratio, activity ratio.

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A Study on the Effectiveness Verification of Construction CRM systems (건설 CRM 시스템 효과검증에 관한 연구)

  • Cho, Kyoung-Rin;Hwang, Ug-Sun;Kim, Yong-Su
    • Korean Journal of Construction Engineering and Management
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    • v.8 no.4
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    • pp.137-145
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    • 2007
  • Purpose of this study is to analyze degrees of oral transmission, customer satisfaction, and subscription customer's re-visitation to grasp effectiveness of CRM of construction company. Brand recognition, customer satisfaction, and customer loyalty can be made to improve by CRM of construction company. Ultimately, this study is intended to improve management achievement by increasing total sales and reducing expense. 175 distribution customers and subscription customers participate in the final analysis for this study. In terms of service quality factors, state of facility, trust, response, conviction and sympathy are measured. In terms of effectiveness, customer satisfaction, oral transmission, and customer's re-visitation are measured. Considering these things, CRM of construction company can improve oral transmission, satisfaction, re-visitation of distribution customers and subscription customers. CRM of construction company can be utilized as a competitive means for management and contribute to improving management achievement in the long run. Through examining actual effectiveness of CRM of construction company in this study, it can be thought that necessity and possibility of CRM of construction company should be recognized and CRM of construction company should be developed further.

Enhancing Customers' Satisfaction Using Loyalty Rewards Programs: Evidence from Jordanian Banks

  • ALNSOUR, Iyad A.;ALNSOUR, Ibrahim R.;ALOTOUM, Firas J.
    • The Journal of Asian Finance, Economics and Business
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    • v.8 no.11
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    • pp.297-305
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    • 2021
  • The study aims to investigate loyalty rewards programs on customers' satisfaction in Jordanian banks, and to investigate the statistical differences in loyalty rewards programs and customers' satisfaction according to demographics such as age, sex, education level, duration of engagement with bank, and the type of bank. The study is based on the data obtained from the sample. The questionnaire is the tool for collecting data from the respondents. The study materials include website resources, regular books, journals, and articles. The study population consists customers in the banking sector. The figures indicate that number of actual customers reaches 2.06 million. The sample size requirement is 386 items. Customers are split between traditional and Islamic banks, with 231 and 155 customers respectively. The stratified random sampling technique and the structural equations modeling methodology were used. The results show moderated impact of the loyalty rewards programs on customers' satisfaction. The results show statistical differences in the loyalty rewards programs and customers' satisfaction according to the engagement period with the bank only. The findings suggest better managing the loyalty programs and developing one credit card for all banks in Jordan.

The Effect of Hotel Employee's Service Orientation on Service Performance, Job Satisfaction, and Organizational Commitment (호텔기업 종업원의 서비스지향성이 서비스 성과, 직무만족과 조직몰입에 미치는 영향)

  • Park, Dae-Hwan
    • Journal of Global Scholars of Marketing Science
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    • v.17 no.4
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    • pp.1-22
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    • 2007
  • Customer satisfaction is important in an increasingly competitive and global marketplace. This implies that customer service is a critical factor for many organizations. In service encounter context, customer satisfaction is affected by employees' attitudes and behaviors. Accordingly, service firms have been focusing on selecting high quality of service employees, which resulted the ability to identify and select quality service- or customer- oriented employees to become critical for an organization's success. It was suggested that customer service orientation links to performance and subsequent organizational revenue. Moreover, it was found that service encounter failures were among the major reasons for customers' service switch. Therefore, the selection of customer service oriented employees is a key factor in establishing customer service - a potential source of sustained competitive advantage. However, the measurement of employee service orientation is more confusing than that of definitive answers. The difficulty of measuring service orientation is attributed to the use of broad versus narrow measures of personality. Advocates for the broad perspective prefer using basic personality constructs, such as the Big Five personality traits. On the contrary, the latter prefer a construct-oriented approach of personality research that provides a better measure of job performance because it requires the specification of the relationship of the personality traits with multiple dimensions of job performance. The customer service orientation was defined as "a set of basic individual predispositions and an inclination to provide service, to be courteous and to be helpful in dealing with customers and associates." Similarly, it is a fact that the Big five personality traits are predictors of customer orientation, and employee's self- and supervisor performance. They propose that basic personality traits may be too far removed from focal service behaviors to be able to predict specific service behaviors (customer orientation) and service worker performance. Also, customer orientation is defined as "an employee's tendency or predisposition to meet customer needs in an on-the-job context." This means that people who have job-relevant personality traits such as concern, empathy, and conscientiousness will be more adept at customer service than people who do not possess these traits. However, little attention has been given to the exploration of the service orientation of customer-contact employees who play a key role in creating satisfactory service encounters in the hospitality industry except for Kim, McCahon, & Miller (2003)'s study, especially in family restaurants context. Thus, the purposes of this study are to examine and validate the customer service orientation of customer-contact employees using the instrument developed by Donavan (1999) in Korean family restaurants, because the scale was developed to measure the personality traits related job behaviors. And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). For these purposes the author developed several hypotheses as follows: H1: Employee's service orientation is associated with service performance. H2: Employee's service orientation is positively associated with job satisfaction. H3: Employee's service orientation is positively associated with organizational commitment. H4: Service performance is positively associated with job satisfaction. H5: Service performance is positively associated with organizational commitment. H6: Job satisfaction is negatively associated with organizational commitment. The data were collected from 278 employees in 5 deluxe hotels located in Pusan, Korea. The researcher contacted the manager of the restaurants, and managers consented to administer surveys to their employees. The survey was executed during one month period in the October of 2007. The data were analyzed with structural equation modeling with LISREL 8.7 W. The result of the overall model analysis appeared as follows: $X^2$=122.638 (p = 0.00), df=59, GFI=.936, AGFI=.901, NFI=.948, CFI=.971, RMSEA=.0625. Since the result of the overall model analysis demonstrated a good fit, we could further analyze our data. The findings can be summarized as follows: First, the greater the employee service orientation, the greater the service performance. Second, the greater the employee service orientation, the greater the job satisfaction. Third, the greater the employee service orientation, the greater the organizational commitment. Fourth, the greater the service performance, the greater the job satisfaction. Fifth, the greater the service performance, the greater the organizational commitment. Finally, the greater the job satisfaction, the greater the organizational commitment. Seventh, the greater the customer satisfaction, the greater the customer loyalty.

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Influence of Service engagement factors on University Loyalty (대학 서비스 인게이지먼트 요소들의 대학 충성도에 대한 영향)

  • Jinwoo Ahn;Moontae Kim
    • Journal of Service Research and Studies
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    • v.11 no.4
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    • pp.56-66
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    • 2021
  • Customer engagement refers to the physical and emotional connection between customers and brands. If the customer's degree of engagement is high, they purchase more, promote more, and show more loyalty. This study suggests the following implications, starting from the assumption that engagement with various service activities in universities can increase loyalty to departments and Universities. In university services, customer engagement plays a important role in strengthening college loyalty after college students are satisfied with university. Although it has an effect on university satisfaction, it can play a big role in increasing the loyalty of marketing goals at a higher level after satisfaction. Among the central factors of university service engagement, it was found that students could increase their department and university loyalty through capacity building and job-related activities for future employment, and among the surrounding factors, friendship activities were a very important factor in department or school loyalty. It can be said that it is of paramount importance to establish a system that can strengthen loyalty through various programs that can build friendships with students. Further research did not verify the moderating effect of service engagement among student groups, but the high-credit group was found to have a very high degree of engagement not only in the central cues but also in the peripheral cues, which is thought to reverse the common sense that high-credit students will be relatively less immersed in the peripheral elements.

A Design of Customer Relationship Management Evaluation Model for Educational Site (교육용 사이트 CRM 평가 모델 설계)

  • 오성균
    • Journal of the Korea Society of Computer and Information
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    • v.8 no.1
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    • pp.76-83
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    • 2003
  • CRM technology, which increase the benefit with the improvement of customer loyalty, has been one of the important strategies of industry. At the same time it is essential to evaluate the CRM characteristics to activate the CRM technology in the educational sites. So in this study, CRM technology concept and Web-site evaluation trend is mentioned ahead. By using Web-site CRM, that is one of the latest quantitative global evaluation method, CRM characteristics evaluation model is designed. So CRM service contents of currently operational academic sites are compared and analyzed. And through students'point of view CRM characteristics evaluation base and quantitative model is proposed to improve customer loyalty and customer satisfaction. Computed results of proposed CRM evaluation model for the educational site is included partially.

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Impacts on Service Quality, Service Value on Visitors 'Satisfaction in Exhibition (전시회 참가자의 서비스품질, 서비스가치가 만족에 미치는 영향-2010 서울리빙디자인페어를 중심으로)

  • Yi, Kyeong-Sook;Lee, Yeon-Hwa
    • The Journal of the Korea Contents Association
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    • v.11 no.3
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    • pp.428-439
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    • 2011
  • This study show the service value and the service quality influence on the satisfaction of the participants in exhibition. Previous studies, from the general service quality to customer satisfaction research, begin to focus on the importance of service quality and customer satisfaction, so focus on the service value that explains revisiting behavior and loyalty as an important variable. This study mainly attempted integrated approach of various concepts between relationship. This point the service value did not sufficiently consider tries to evaluate the role of customer value in existing service quality and satisfaction. As a result, service quality and service value were identified to causal relationships that service value rather than service quality has an effect on satisfaction.

The Comparative Study on the Extension Brands of Fashion Industry - DKNY, Ak Anne Klein, it Michaa, O'2nd -

  • Im, Sung-Kyung
    • Journal of Fashion Business
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    • v.14 no.3
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    • pp.97-115
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    • 2010
  • The purpose of this study is to compare and analyze the relationship among image, customer satisfaction and loyalty of fashion Extension brands. It is expected that this study will provide guidance to fashion companies that are planning to expand their brand in setting up marketing strategies and service strategies. The results of the study are the following. First, women consumers in their 20s had an perception that second brands provided diverse and unique products at cheap prices. However, after purchasing the products, they recognized that the second companies' service level was not so satisfying. Second, consumers were satisfied with the brand awareness, reputation, image, design, color, and packing conditions of the second brands while being not satisfied with the pricing. Third, when the study examined brand loyalty of second brands, consumers have shown high loyalty to the four subsidiary brands. Fourth, the satisfaction level for the four second brands had a significant effect on the brand loyalty for each second brands.

Empirical Analysis on the Influence of Service Quality of Leisure Food E-Commerce in China on Consumer Satisfaction Degree (중국 레저푸드 전자상거래의 서비스 품질이 소비자 만족도에 미치는 영향에 관한 실증분석)

  • Liu, Zi-Yang;Meng, Jia
    • Proceedings of the Korean Society of Computer Information Conference
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    • 2019.07a
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    • pp.407-408
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    • 2019
  • This thesis determines the research framework and scale design of leisure food E-Commerce consumer satisfaction degree by referring to previous theoretical model of customer satisfaction degree, the universal satisfaction evaluation index system, and the characteristics of leisure food E-Commerce in China. In this research, consumers who have bought leisure food online are taken as the research object, data are collected by questionnaires, and exploratory factor method is used to screen valid sample data. Through the Empirical Analysis which includes Descriptive Statistical Analysis, Reliability and Validity Analysis and Structural Equation Modeling, it is concluded that website design, logistics delivery service, commodity quality, and after-sales service are the main service quality on which the Leisure food E-Commerce enterprises should take focus. The service quality has significant positive influences on satisfaction degree. On the other hand consumer satisfaction has a significant positive influence on customer loyalty, which will create more earnings for the Leisure food E-Commerce enterprises.

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The effect of brand equity of CVS PB Products on Repurchase Intention

  • Kim, Soon-Hong;Yoo, Byong-Kook
    • Journal of Distribution Science
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    • v.16 no.12
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    • pp.23-31
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    • 2018
  • Purpose - The purpose of this study was to set brand awareness and brand image as independent variables from Keller's (1993) definition of brand equity and to analyze whether those variables have an influence on customer satisfaction and customer loyalty with perceived quality and value as mediator variables. Research design, data, and methodology - Data is collected through questionnaires from 200 of responders. Survey respondents were young people who use convenience stores. Questionnaires were tested in October 2017. SPSS and AMOS were used for structural equation as an analysis method. Results - The analysis results specified above can be summarized as follows: 1) Brand awareness had statistically significant influence on perceived quality and perceived value; 2) Brand image had a positive (+) influence on perceived quality and had no significant influence on perceived value; 3) Perceived quality and perceived value had a significant influence on customer satisfaction, and customer satisfaction had a statistically significant influence on customers' repurchase intention. Conclusions - Brand awareness and brand image had an influence on young consumers' decision-making process for purchasing PB food products. Convenience stores have to focus on developing food products with brand awareness and brand image more suitable for satisfying consumer preferences.